CRM Integration


CRM is tool of choice for growing and maintaining customer loyalty. However, many CRM deployments still rely on users manually entering data to initiate and track phone calls, SMS messages, faxes, or paging. With RingCentral Connect Platform, you can take full advantage of Computer Telephony Integration (CTI) by tightly integrating communications directly into your key CRM processes to maximize efficiency and boost business outcome.

Sample Business Scenarios

  1. A home windows and doors supplier is holding a promotional sale and wants to target a specific demographic and make appointments for the sales field to contact them. Because their CRM is integrated with RingCentral, they go to their leads database and pull up the current contact details and just click-and-dial from their desktops and desk phones. Once the appointment is confirmed, an SMS message is sent out to the sales representative in the appropriate territory.
  2. A physician’s referral business integrated with RingCentral’s Call Management API so they could identify the caller’s geographical location based on their area code, and assign the call to be routed to a professional who handles the appropriate region to find the best physician in the caller’s area.
  3. A call center integrated with RingCentral to provide a better call experience with their service calls. When an inbound call arrives through RingCentral’s Call Management API, the customer is identified from their phone number and their customer record pops up on the screen of the service agent. The agent is able to annotate notes in the record and also provide special offers to them if available.
  4. The Sales organization in a software company integrated their CRM system with the RingCentral SMS API, so that when larger sales opportunities reach a decision milestone to most likely close, the VP of Sales receives automatic updates on the deal via SMS messages.